Head of Housing Service Centre

Head of Housing Service Centre - Tower Hamlets Careers Skip to main content Saved Jobs Log In Menu Home Directorates Show menu for Directorates Shaping the future of Human Resources and Organisational Development About Us Show menu for About Us Equality, Diversity and Inclusion Working for Tower Hamlets How to apply Tower Hamlets - the place The council Vacancies Contact Us Home Directorates Show menu for Directorates Shaping the future of Human Resources and Organisational Development About Us Show menu for About Us Equality, Diversity and Inclusion Working for Tower Hamlets How to apply Tower Hamlets - the place The council Vacancies Contact Us Head of Housing Service Centre Posted on 26/10/2026 Save Job Apply Home Vacancies Head of Housing Service Centre External Advertising End Date External Advertising End Date: 06 Nov 2026 Internal Advertising End Date Internal Advertising End Date: 06 Nov 2026 All Locations All Locations: Hybrid All Locations is a required field Contract Type Contract Type Not Specified Pay, Benefits and Supplements Pay, Benefits and Supplements: £87,249 About The Role We are recruiting for a Head of Housing Service Centre to join our Neighbourhoods & Customer Services division. This is a senior leadership opportunity to shape the strategic direction and operational delivery of the first point of contact for customers accessing housing management services. If you are passionate about delivering excellent housing services, improving customer experience and using insight, technology and service redesign to achieve better outcomes, we would love to hear from you. Key Responsibilities This role will provide strategic and operational leadership for the Housing Service Centre, setting a clear direction and developing a professional, proactive and responsive service. In this role, you will: Drive a strong performance culture, balancing timeliness, quality, customer satisfaction and first-time resolution while ensuring effective use of resources and budgets. Deliver the Customer Access Strategy and target operating model, enabling channel shift while protecting access for residents who need additional support. Use customer insight, root-cause analysis, segmentation and performance data to reduce repeat contact, redesign processes and support evidence-led decisions. Lead customer service change and transformation projects, embedding Lean methodologies, digitalisation, innovation and continuous improvement. Keep the service aligned with social housing regulation, legislation, policy, sector best practice and advances in customer-service technology. Requirements We are looking for an inclusive and credible senior leader who can demonstrate: Substantial experience of leading teams to deliver demanding performance targets and excellent customer service in a complex, high-volume environment. Strong knowledge of customer experience disciplines and a sound understanding of housing or property-management services. A successful record of leading transformation, including the use of data insight, customer segmentation, digital channels and process redesign. The ability to inspire, influence and challenge at senior level, build effective partnerships and translate complex issues into practical solutions. Commercial and financial awareness, with experience of managing budgets, contracts or frameworks and securing value for money. A relevant professional qualification or membership, such as the Institute of Customer Service, PRINCE2 or Lean Systems Thinking, or equivalent senior-level experience. A CIH Level 5 qualification, or willingness to achieve this within three years. Our benefits Competitive salary: £87,249 - £95,392 Local Government Pension Scheme membership. Generous annual leave: 29 days, rising to 33 days with five or more years’ service, plus bank holidays and three additional days at Christmas. Flexible and agile working to support work-life balance. Staff money-saving schemes, including rent deposit and season